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系統識別號 U0026-1508201612143900
論文名稱(中文) 探討關於跨國企業的ERP系統使用者滿意度之主要影響因素研究:以自我效能理論、文化特性與學習態度為基礎
論文名稱(英文) Key Influencing Factors of User Satisfaction Regarding the ERP Systems of Multi-National Corporation:Based on the Self-Efficacy Theory, Cultural Identity and Learning Attitude
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系碩士在職專班
系所名稱(英) Department of Industrial and Information Management (on the job class)
學年度 104
學期 2
出版年 105
研究生(中文) 王儷蓉
研究生(英文) Li-Jung Wang
學號 R37031388
學位類別 碩士
語文別 中文
論文頁數 103頁
口試委員 指導教授-王維聰
口試委員-王惠嘉
口試委員-劉仁修
中文關鍵字 企業資源規劃系統  跨國企業  自我效能  ERP導入關鍵影響因素 
英文關鍵字 ERP System  Multi-National Corporation  Self-Efficacy  Key Influencing Factors of ERP Systems Implementation 
學科別分類
中文摘要 企業資源規劃(Enterprise Resource Planning, ERP)系統是協助公司營運及管理上的主要應用系統,其作用為整合企業內各部門的溝通、資訊的透明化與快速交流,以及五大循環管理的基本控管,進而達到企業成長與獲利之目的。成功地導入ERP系統已經成為目前企業所重視的工作之一,然而ERP系統導入之成功與否,其外在因素包括系統功能適用性、協助導入的顧問公司輔導方式,內在因素則為管理高層支持度、員工學習成熟度與配合度…等,因此,藉由諸多因素的配合,對於企業能否成功導入ERP系統實有關鍵性的影響。
現今跨國企業數量日益增多,在不同文化及語言的隔閡下,ERP系統更是能夠發揮即時性、跨語言、跨國別、機密性等各項功能,實為跨國企業管理上之必需,但是如何將同一套的ERP系統導入該企業的不同國家據點,並且對不同國籍員工進行教育訓練,使其熟練使用並完整導入,確保系統內資料的完整性、即時性與正確性,進而使ERP系統能夠協助集團管理中心針對全球各據點之戰情即時收集分析,並做出最快最正確的決策,即為跨國企業追求之目標。
本研究以自我效能(Self-Efficacy)為理論基礎,主要希望探討不同國別的人員,在自我效能上是否有其基本上的差異,企業組織該如何針對差異進行增強與改善,並探討企業內員工面對新的系統導入時,不同國家的員工需要提供何種學習環境與公司資源,如何設計符合該地區或國家別不同的教育訓練方式,以使其自我效能最大化,教育訓練成果有效化,以激勵員工學習新系統的動力,並反映於其學習成效上進而落實使用ERP系統完成公司與部門所賦予之工作,達到跨國企業成功導入ERP之目標。本研究採問卷調查法對台灣某跨國企業對象進行ERP系統導入過程之調查分析,本研究之貢獻期能透過研究結果提供未來即將導入ERP以及各種資訊系統之跨國企業探討與研究。
英文摘要 This study, based on the theories of Self-Efficacy,Cultural Identity, and Learning Attitude, seeks to demonstrate connections beyond the issues thus far attributed to the interplay of these theories and their contemporary variables. The author adopts a novel model which seeks to include Performance Accomplishments, Vicarious Experience, Verbal Persuasion and Emotional Arousal in order to investigate the key influencing factors of User Satisfaction regarding the ERP systems of multi-national corporations.

The study collected data from 259 respondents, and was analysed using the statistical technique of partial least squares (PLS) to explore the inter-relatedness of the variables. The results showed that Emotional Arousal and Cultural Identity have direct positive effects on Self-Efficacy. Furthermore, the Cognitive Ability variable of Self-Efficacy theory showed direct positive effects on User Satisfaction. The results between Vicarious Experience and Self-Efficacy did not show a positive effect, likely due to the fact that different jobs require different functions. Verbal Persuasion, similarly, did not prove to have a direct effect on Self-Efficacy due to users requiring confidence through experience of operation. Performance Accomplishments also did not prove to have a direct effect on Self-Efficacy due to different ERP systems experience can’t be duplicated. Learning Attitude and Self-Efficacy did not show a positive effect, likely due to the fact that require complete training class to elevate users’ Learning Attitude and then effect Self-Efficacy.

This study validates the relationship between the variable of Self-Efficacy, Cultural Identity, Learning Attitude, and User Satisfaction in regards to the implementation of ERP systems in multi-national corporations. The consideration of multiple variables in the implementation of an ERP system, including hardware, software, and user psychological profiles, all contribute to the success of implementing the system. In conclusion, it would behoove multi-national corporations to fully consider the importance of diverse, multi-cultural users upon recommendation and implementation of an ERP system.
論文目次 摘要 I
Extended Abstract II
誌謝 VII
目錄 VIII
表目錄 XI
圖目錄 XII
第一章緒論 1
第一節 研究背景與動機 2
第二節 研究目的 4
第三節 研究範圍與限制 6
第四節 研究流程 8
第二章 文獻探討 10
第一節 企業資源規劃(Enterprise Resource Planning, ERP) 10
2.1.1 ERP企業資源規劃系統的發展與源起 12
2.1.2 ERP導入程序與效益 13
第二節 自我效能(Self-Efficacy) 16
2.2.1 我效能理論及模型 16
2.2.2 自我效能的發展與應用 17
2.2.3 學習態度對自我效能之影響 20
2.2.4 文化特性對於自我效能之影響 20
第三節 小結 21
第三章 研究方法 23
第一節 問題描述與研究架構 23
第二節 研究假說與衡量變數 26
第三節 個人變項之討論 29
第四節 問卷設計 31
3.4.1 問卷設計說明 31
3.4.2 自我效能理論、文化特性、學習態度、個人變項對自我效能之影響 31
3.4.3 自我效能對使用者滿意度之影響 33
3.4.4 抽樣與資料收集 34
第五節 前測與資料分析 34
3.5.1 前測 34
3.5.2 資料收集 38
第六節 資料分析方法 39
第四章 資料分析 42
第一節 敘述性統計方法 42
4.1.1 資料分析 42
4.1.2 基本資料敘述性統計 42
4.1.3 研究變項敘述性統計 44
4.1.4 同質性檢定 46
4.1.5 研究變項常態性檢定 49
第二節 信度分析 51
第三節 相關分析 53
第四節 衡量模型 54
4.4.1 收斂效度分析 54
4.4.2 區別效度分析 55
第五節 結構模型 56
4.5.1 路徑分析與假說檢定 56
第五章 結論與建議 59
第一節 研究發現與結論 59
一、績效成就構面 59
二、替代經驗構面 60
三、言辭說服構面 60
四、情緒激發構面 61
五、文化特性構面 61
六、學習態度構面 62
七、自我效能構面 62
第二節 研究貢獻 62
一、學術貢獻 63
二、實務貢獻 64
第三節 研究限制與未來研究方向 65
一、研究限制 65
二、未來研究方向 66
參考文獻 69
中文部份 69
英文部份 72
附錄 78
附錄一 前測問卷(繁體中文版,提供台灣廠人員填答) 78
附录一 前测问卷(簡體中文版,提供大陸廠人員填答) 82
Appendix 1 pre-test questionnaire(英文版,提供馬來西亞廠人員填答) 86
附錄二 正式問卷(繁體中文版,提供台灣廠人員填答) 91
附录二 正式问卷(簡體中文版,提供大陸廠人員填答) 95
Appendix 2 formal questionnaire(英文版,提供馬來西亞廠人員填答) 99
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